Senior Manager – Collections Calls

About the role

The Senior Manager, Collections Calls leads the retail and small‑business collections function for early‑delinquency accounts across all countries supported by the Hub. The role focuses on designing and executing strategies that maximise recoveries while preventing accounts from moving into higher‑risk buckets.

Key responsibilities

• Implement and monitor the CIMA Collections Framework and operating disciplines.
• Track KPIs such as queue penetration, cash collected, account roll‑cures, roll‑backs and roll‑forwards.
• Identify risk early and take prompt actions to minimise losses.
• Allocate accounts to the appropriate contact channels, including in‑house teams, third‑party agencies and alternative methods.
• Coach and develop staff to handle complex collection cases.
• Manage capacity planning to align resources with forecasted delinquent volumes.
• Oversee third‑party supplier performance, ensuring compliance with SLAs and ethical standards.
• Analyse portfolio trends and recommend policy or procedural changes to improve recovery rates.

Required profile

• Proven experience managing collections or credit risk teams in a financial services environment.
• Strong analytical mindset with ability to interpret performance data and drive corrective actions.
• Excellent leadership and coaching skills to develop high‑performing staff.
• Ability to work collaboratively across regions and with external partners.

Required skills